LoopBack
Hear from every client after every ticket.
LoopBack emails a 15-second survey when a ticket closes in Autotask, tracks star ratings and NPS, invites every client to review you on Google, and sends low scores to the right person for follow-up.
Built for: MSPs that want feedback from every client after every ticket.
Feedback without asking
When a ticket closes in Autotask, LoopBack emails the contact a short survey. Nobody on your team has to remember to ask.
Unhappy clients caught fast
A rating of three stars or fewer opens a private feedback form, and submitting it sends an email and a Microsoft Teams alert to the client's success manager.
More public reviews
Every respondent is invited to leave a Google review, whatever their score, so happy clients turn into public proof.
A 15-second survey, sent for you
The survey asks for a one-to-five star rating and an optional zero-to-ten Net Promoter Score question. Each link is unique, takes one response, and expires after 30 days.
Every client is invited to review you
After they answer, every respondent sees an invitation to leave a Google review. LoopBack never hides that invitation from someone because of a low score; low scorers also get a private way to tell you what went wrong. Clicks through to Google are counted, so you can see how many clients take you up on it.
Low scores go straight to the right person
When a client leaves a low score and tells you why, LoopBack sends the rating, NPS and comment by email and to Microsoft Teams. The alert goes to the success manager named on the survey, or to your team's alert mailbox.
The numbers that matter, on one dashboard
See surveys sent, responses, response rate, average rating, NPS, Google review clicks and open follow-ups at a glance, with recent low-score feedback and whether each one is resolved.
Questions
Before you start
What is LoopBack?
A survey and feedback tool for MSPs. It asks every client for a rating after a ticket closes, tracks NPS, invites every respondent to leave a Google review, and routes low scores to your team for follow-up.
Does it work with my PSA?
LoopBack is built to send surveys when a ticket closes in Autotask. You can also create a survey link by hand from the dashboard and send it yourself.
Does it only ask happy clients for Google reviews?
No. Every respondent is invited to leave a Google review, regardless of score. Clients who rate you three stars or fewer are also offered a private feedback form that alerts your team.
What does the client have to do?
Click the link in the email, pick one to five stars, and optionally answer the zero-to-ten recommendation question. It takes about 15 seconds, and each link takes one response.
When can I get it?
LoopBack is still being built. Join the waitlist and we'll tell you the day it launches.
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